TF-IDF Decision Matrix to Measure Customers’ Satisfaction of Ride Hailing Mobile Application Services: Multi-Criteria Decision-Making Approach

Dublin Core

Title

TF-IDF Decision Matrix to Measure Customers’ Satisfaction of Ride Hailing Mobile Application Services: Multi-Criteria Decision-Making Approach

Subject

customer reviews
information and communication technology skills
multiple-criteria decision-making
phone service
term frequency-inverse document frequency
VIKOR

Description

In recent years, the use of ride hailing mobile application services is increasing exponentially. Customers’ expectation of these phone services varies and change dynamically as the needs of each individual also vary. Customer reviews about mobile application are honest, voluntary opinions; and these could become essential input for mobile application providers to measure satisfaction. However, managing a large number of reviews into actionable plans could be challenging. This study combines the Term Frequency-Inverse Document Frequency (TF-IDF) and Multiple-Criteria Decision-Making (MCDM)-VIKOR approach to process 600 reviews into a meaningful insight to enhance ride hailing mobile application services. The four-phase method analysis concluded that application ease of use and affordability are the most important aspects that most contribute to customers’ satisfaction in ride hailing mobile application services.

Creator

Dina, Nasa Zata
Triwastuti, Ria
Silfiani, Mega

Source

International Journal of Interactive Mobile Technologies (iJIM); Vol. 15 No. 17 (2021); pp. 104-118
1865-7923

Publisher

International Association of Online Engineering (IAOE), Vienna, Austria

Date

2021-09-06

Rights

Copyright (c) 2021 Nasa Zata Dina, Ria Triwastuti, Mega Silfiani

Relation

Format

application/pdf

Language

eng

Type

info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article

Identifier

Citation

Nasa Dina Zata, Ria Triwastuti and Mega Silfiani, TF-IDF Decision Matrix to Measure Customers’ Satisfaction of Ride Hailing Mobile Application Services: Multi-Criteria Decision-Making Approach, International Association of Online Engineering (IAOE), Vienna, Austria, 2021, accessed November 7, 2024, https://igi.indrastra.com/items/show/2011

Social Bookmarking